Page 1: Installation Guide
297-2183-956 Nortel Viewer Installation Guide Product Release 6.01 Standard 4.0 September 2007...
Page 3 The process of transmitting data and call messaging between the Meridian 1 and Nortel Viewer is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.
Page 4: Revision History
Revision history September 2007 Standard 4.0. Nortel Viewer Installation Guide is up-issued for Product Release 6.01. May 2007 Standard 3.0. Update to Chapter 3, Configuring Nortel Viewer. March 2007 Standard 2.0. Nortel Viewer Installation Guide is released. November 2006 Standard 1.0. Nortel Viewer Installation Guide is released.
Page 5: Table Of Contents
Citrix terminal server clients........63 Sample Topologies for Viewer redirection......64 Installation log file .
Page 6 Call replays are delayed ........73 Viewer does not replay calls on Windows 2003..... 74 EyrInfQueuedCache security configuration .
Page 7: Installation Guide
C h a p t e r 1 Getting Started In this chapter Intended audience How to get help Software and documentation version numbering Installation Guide...
Page 8: Intended Audience
Getting Started Intended audience This guide is intended for use by Nortel Engineers, partners, and distributors responsible for installing and configuring Viewer. Standard 4.0 Nortel Viewer...
Page 9: How To Get Help
The Nortel page for Nortel Contact Recording and Quality Monitoring documentation is located at http://www.nortel.com/helmsman. Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Support Web site: http://www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products.
Page 10: Getting Help Through A Nortel Distributor Or Reseller
Getting help over the phone from a Nortel Solutions Center If you do not find the information your require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.
Page 11: Software And Documentation Version Numbering
Nortel Contact Recording and Quality Monitoring documentation is issued for Nortel Contact Recording Package Release 6.01. The individual Nortel Contact Recording and Quality Monitoring software components that you install may display a different number. This is a known issue that does not affect system performance.
Page 12 Getting Started Standard 4.0 Nortel Viewer...
Page 13: Installing Nortel Viewer
C h a p t e r 2 Installing Nortel Viewer In this chapter Installation overview Installation Guide...
Page 14: Installation Overview
Installation overview Viewer is a server-only installation, with client access via web browser. Note: You may install Viewer on the same server as the TDM recorder, or on the same server as the eWare database. If you are installing Viewer and eWare on the same server, refer to “Installing Viewer and eWare on the same...
Page 15: Server Requirements
September 2007 Server requirements The machine on which you install Viewer must meet the following minimum specifications: Hardware/Software Operating System Installation Guide Minimum requirement Windows 2000 Server (Service Pack 4) with Internet Information Services (IIS) installed Windows 2003 (Service Pack 1) with the...
Page 16: Client Requirements
Viewer requires Microsoft IIS to run properly. Refer to your Windows documentation for general IIS installation and configuration instructions. You must set up IIS to let the Viewer server act as a web server. Client requirements Client requirements depend on which version of Viewer your users need to access.
Page 17: Configuring Internet Explorer
Viewer. Configuring Internet Explorer If you use Internet Explorer to access Viewer, you must configure it before installing the software. You must configure it on the Viewer server, and also on any Windows 2003 client that will access the server.
Page 18 9 Click OK to close the Internet Options screen Configuring Internet Explorer on Windows 2003 clients If you use a Windows 2003 system to access Viewer, you must configure Internet Explorer to allow replayed calls. 1 Select the Tools menu, then Options.
Page 19 Manager to confirm that the SQL Server is running. Installing Viewer and eWare on the same machine This section applies if you are installing Viewer on the same machine as eWare. Viewer supports only eWare version 6 or later. Note: The installation of eWare changes some DCOM settings, which will adversely affect any subsequent installation of Viewer.
Page 20 Running a typical installation installation option installs all Viewer components. Typical 1 Insert the Viewer installation CD, then locate the setup.exe file under the root folder. Double-click the file. 2 The Viewer installation wizard checks to see whether you have certain prerequisite files.
Page 21: Creating A Certificate Request
Internet communications by using both authentication and encryption. See “SSL and X.509 certificates” on page 58 for more information. To use SSL to safeguard Viewer communications, complete the following tasks: Create a certificate request Obtain and enable your certificate...
Page 22 — typically you can submit a certificate request via the issuer’s web site (for example, www.verisign.com). Follow the certificate issuer’s instructions to obtain and save your certificate. 2 Navigate to the Properties/Directory Security page of the Nortel Virtual Directory you are attempting to SSL-enable. Standard 4.0 Nortel Viewer...
Page 23 1 Do one of the following: On the certificate, double click File with certificate to open the certificate browser window. Open Viewer, and on the Security Alert dialog box, click View Certificate. 2 Click Install Certificate, and on the Certificate Import Wizard Welcome page, click Next.
Page 24 Select the Message Queuing will not access a directory service option on the Message Queuing Server screen. 4 Ensure that Microsoft IIS is installed on the Viewer server, and configured to let the server run as a web server. If you upgrade from Windows 2000 to Windows 2003, you must perform additional configuration steps.
Page 25 Uninstalling Viewer To uninstall Viewer: 1 Select Start > Control Panel > Add/Remove Programs. 2 Select Viewer from the list of installed programs and click Change/ Remove. 3 Click OK to confirm that you want to remove the application. A prompt appears, asking if you want to remove the databases.
Page 26 Installing Nortel Viewer Standard 4.0 The wizard verifies that it can connect to the database server. 6 Click Next to uninstall the software. Nortel Viewer...
Page 27: Configuring Viewer
C h a p t e r 3 Configuring Viewer In this chapter Configuring the system Adding users to a role Adding a location Adding a system Creating queries Installation Guide...
Page 28: Configuring The System
See “Setting up user access” on page 29 for an overview of the Viewer user/ role model, as well as “Adding users and assigning roles” on page 30 for setup instructions.
Page 29: Setting Up User Access
Console (MMC) as its administrative utility. This console creates an interface that brings together many of the Windows administrator tools that are useful for Viewer, along with several tools that are unique for Viewer, into one location. Since the Windows administrator tools are also available elsewhere on the Windows operating system, you can choose to use them from either location.
Page 30 32). Adding users and assigning roles The basic practice for adding users to standard Viewer roles requires that you restart the COM+ Application Portal each time you add users. Restarting the portal causes a brief interruption in Viewer performance.
Page 31 Windows user on the user’s remote computer. Use COM+ on the Viewer server to add the user to one or more of the standard Viewer roles. Stop and restart the COM+ Application Portal.
Page 32: Adding Users To A Role
Configuring Viewer Adding users to a role You can assign user roles to define access to Viewer. The following default roles are included with Viewer: Administration users have access to the Administration area of Viewer, enabling them to make changes such as adding a new location.
Page 33 Note: It may be necessary to refresh your browser to view the new settings. Verifying user accounts A user can log on to Viewer with the identical accounts in place, and when they are a member of a Viewer role. 1 Log on to a remote machine as the new user.
Page 34 The COM+ package will start again automatically. Controlling access to calls You can configure Viewer to restrict user access to certain calls. For example, you may want to prevent users from one department from accessing calls associated with another department. Use the following procedure to control access to calls.
Page 35 7 Right-click Components and select Properties from the pop-up menu. 8 Open the Security page and in the Role(s) explicitly set for selected item(s) area, ensure the new role you have created is selected, then click OK. Installation Guide Configuring Viewer...
Page 36: Adding A Location
Configuring Viewer Adding a location You may have call centres in different buildings and even on different floors within those buildings. Use different location names to distinguish these sites from one another and enable you to create more specific search queries.
Page 37: Adding A System
September 2007 Adding a system The Audit and Site systems are included during Viewer installation. You can add other systems, including AudioServer, Archive, Contact Platform Database, Media Trader and Unify. The various Capture Platforms use these systems, so you must add them before adding the Capture Platforms.
Page 38 Configuring Viewer System Archive Contact Platform Database MediaTrader Server Entry Description System The name of the Archive server. Name System Select Archive. Type Server The name of the eWare database machine. Name Database For SQL, this is the name of the database on the Name eWare server.
Page 39 Unify Note: If you have an instance of Unify that is not on the same system as its recorder, then in Viewer you must add a system of type Unify within the same area as the recorder it controls. Installation Guide Database The name of the calls database.
Page 40: Capture Platforms
Other Recorder — Select this capture platform when Nortel Contact Recording is installed. TDM Recorder — Select this capture platform when the Nortel Contact Recording TDM Recorder is installed. Each occurrence of a Capture Platform must to be added to Viewer via the Administration tab. Standard 4.0 Nortel Viewer...
Page 41: Adding Capture Platforms
OK. Ensure you type in the details of the new Capture Platform correctly, as Viewer will not verify these details when they are added. You will only be advised the details are incorrect when Viewer attempts to retrieve call details from a Capture Platform and is unsuccessful.
Page 42 Configuring Viewer Note: Nortel Contact Recording requires a fully qualified domain name for the machine name. Type the name of the machine in the Machine Name field, then follow the instructions in “Specifying a fully qualified domain name,” on page 43 to change the machine name to a fully qualified domain name.
Page 43 Other Recorder Port Specifying a fully qualified domain name The Viewer application must be installed before adding the server to the domain. To change the machine name of the capture platform to a fully qualified domain name, do the following.
Page 44 Configuring Viewer 6 Select the machine name that you entered when you specified the capture platform earlier, and change it to a fully qualified domain name. Save your changes. 7 Go back to the capture platform page, and refresh the page. You should see the fully qualified domain name in the Machine Name field.
Page 45: Creating Queries
When creating a new query, the Query wizard requires that you select the template on which it is based. On first installation there are no templates available and you must run the Viewer Query Template Generator to create a template.
Page 46 File. You may then open the file in any text editor. 6 Click the Add to Viewer button. 7 Click Close. The template appears in step 1 of the Viewer Query wizard described in the Viewer User Guide. Standard 4.0...
Page 47: Creating A Query
September 2007 Creating a query Refer to the Viewer online help for information about creating a query - click the Help icon at the top right of the application window. For information on queries that display channel number, refer to the section in the Troubleshooting section of this document.
Page 48 Configuring Viewer C:\Program Files\ComPlus Applications\ {A639A196-338F-48E0-B76B-E223C00B5617} 2 Run EyrBSConfigurationViewer.exe. The Central Configuration Viewer appears. 3 In the navigation tree, expand Systems > Main Eyretel System. 4 Select General 5 In the list of settings, double-click CacheRoot. 6 Edit the value displayed.
Page 49 Specifying replay from Archive If you are using Archive for storage, you must complete the following tasks: 1 Ensure that Archive is installed and added to Viewer. Use the Systems Info node of the Systems node in the Administration tree view of Viewer.
Page 50 Configuring the system to support redirection Redirection routes client requests to replay calls from a central Viewer server to either a remote Viewer server or a Capture Platform. This feature allows the system to use WAN infrastructures efficiently. Redirection has the following benefits: Eliminates the need to send UDP packets for replay across the WAN.
Page 51 Setting up redirection To set up redirection, you must create a table that defines which Viewer server should be used for retrieval for each Recorder serial number. Each Viewer server then reads this table and redirects the retrieval accordingly.
Page 52: Additional Configuration Options
2 Under the General node of the Main Eyretel System, using the EyrInfConfigurationViewer application, enter the redirection XML as a value called RedirectionLookup. Note: If you are using Vision with Viewer, you must configure a default system that Viewer will use to resolve replay requests received from Vision applications.
Page 53 When set to 0 the Screen Capture replay dialog defaults to Fit 1 to 1 and the screen replay will be shown in its original scale and size. Systems\Main Eyretel System\General\SCDialogHeight Systems\Main Eyretel System\General\SCDialogWidth These two settings control the default size and shape of the Screen Capture replay dialog. Installation Guide Configuring Viewer...
Page 54 Configuring Viewer Standard 4.0 Nortel Viewer...
Page 55: Using The Auditing Tool
C h a p t e r 4 Using the Auditing Tool In this chapter Using the audit tool Installation Guide...
Page 56: Using The Audit Tool
The Audit tab allows you to view the activities of the user while using Viewer and locate the required storage details of the call. You can then make the call available to the user for replay (for example if a tape or disc must be made available to the appropriate capture platform).
Page 57: Supplemental Configuration Information
Installation log file NT Event Log and Audit Database Backing up software Time synchronization Changing the codec to stream audio to client browsers Call replays are delayed Viewer does not replay calls on Windows 2003 EyrInfQueuedCache security configuration Call stitching Installation Guide...
Page 58: Ssl And X.509 Certificates
CAs that current user trusts. The current user trusts certificates with a certification path to a root CA certificate for all valid purposes of the certificate. LOCAL_MACHINE\Root\ — As above, but trusted by all users. Standard 4.0 Nortel Viewer...
Page 59: Component Certification
Component certification When replaying a call containing screen capture data for the first time in Viewer, you are prompted to download a component called Eyretel HTTP Download Control. This component is required for screen capture replay and you must install it before screen replay can occur.
Page 60 Supplemental Configuration Information 10 Click Install Certificate. 11 After this new root certificate has been installed, Viewer will prompt you to install Eyretel HTTP Download Control when replaying screen capture calls, and will indicate that the component is trusted. Standard 4.0...
Page 61: Odbc Configuration
September 2007 ODBC configuration In some circumstances Viewer may fail to connect to an eWare server due to network configuration. This is most likely to occur in a WAN environment. Viewer will attempt to connect using the machine name of the eWare server, which may not be possible on some networks.
Page 62 Supplemental Configuration Information 9 Right-click on the node corresponding to your Viewer server, and select Restart IIS from the menu. You should now be able to access the databases over the WAN. Standard 4.0 Nortel Viewer...
Page 63: Citrix Terminal Server Clients
September 2007 Citrix terminal server clients There are two known issues for clients using Citrix. These are as follows: Citrix clients cannot adjust the volume when replaying calls. Citrix clients may experience a 5 to 10 second delay when moving the progress bar during replay or pausing a call.
Page 64: Sample Topologies For Viewer Redirection
WAN Advantages UDP never goes over the WAN since the Viewer server local to the Recorder with the call always sends the call to the client using HTTP. Calls that are local to the client never go over the WAN.
Page 65 You must replicate eWare browse restriction security to each site. Advantages UDP never goes over the WAN since the Viewer server local to the Recorder with the call always sends the call to the client using HTTP. Calls that are local to the client never go over the WAN.
Page 66: Installation Log File
The installation log file is called EyretelInstall.log and is located in the current user’s Temp directory. It contains detailed information about any problems that may have occurred during installation. If an installation fails for an unknown reason this log file should be sent to support for review. Standard 4.0 Nortel Viewer...
Page 67: Nt Event Log And Audit Database
September 2007 NT Event Log and Audit Database All errors and important events are logged to the NT event log, including the following events. Audit Failure Licence Configuration Changed Licence Count Exceeded Licence Deleted Licence Request Failed Runtime Error VoIP file does not exist Ensure that you set the NT Event log file to wrap (earlier messages will be overwritten).
Page 68: Backing Up Software
Supplemental Configuration Information Backing up software When attempting to back up Viewer databases it should be noted that there are processes that connect to the database even when there are no users connected. These are the UnifyCommunicationsDirector Service and the Cache Manager.
Page 69: Time Synchronization
September 2007 Time synchronization The Viewer Server must be time synchronized with the recorders in the system or Viewer will not function properly and some calls may not be able to be replayed. Installation Guide Supplemental Configuration Information...
Page 70: Changing The Codec To Stream Audio To Client Browsers
The default codec is Truespeech. However, if no sound card is present in the Viewer server, G.711 u-law is used. To change the codec, do the following: 1 Launch the Viewer Configuration utility in one of these ways: Run the following application: C:\Program Files\ComPlus Applications\ {A639A196-338F-48E0-B76B-E223C00B5617}\ EyrBSConfigurationViewer.exe...
Page 71 Target WAV File Format Tag = PCM Target WAV File Format = 8.000, 16 Bit, Mono" Examples The following example shows you how you would enter value data for the Target WAV File Format Tag variable using the Viewer Configuration Utility: Installation Guide Supplemental Configuration Information...
Page 72 Supplemental Configuration Information The following example shows you how you would enter value data for the Target WAV File Format variable using the Viewer Configuration Utility: Standard 4.0 Nortel Viewer...
Page 73: Call Replays Are Delayed
September 2007 Call replays are delayed By default, IIS validates an unqualified user Logon ID against either the local computer's user database or the domain of which the server is a member. When the client sends an initial request, the server sends back a request for the Basic Authentication details.
Page 74: Viewer Does Not Replay Calls On Windows 2003
Supplemental Configuration Information Viewer does not replay calls on Windows 2003 Windows 2003 comes with a higher level of default security, and is not enabled to replay audio and video. Internet Explorer needs to be enabled before Viewer will replay calls.
Page 75: Eyrinfqueuedcache Security Configuration
Occasionally certain security settings are not correctly configured during the Viewer installation process. This prevents Viewer from playing any calls. When a call is replayed, Viewer will continue to show Processing... in the Energy window and Retrieving call... on the status bar.
Page 76 7 Ensure that all the components no longer have any numbers in the columns to the right. Configuring component security You need to check the current security settings by repeating the following steps for each EyrInfQueuedCache component except the EyrInfQueuedCache.Locker component. Standard 4.0 Nortel Viewer...
Page 77 September 2007 1 In the Component Services windows, starting with EyrInfQueuedCache.QueuedDecoder, right-click the component, and select Properties from the popup menu. Installation Guide Supplemental Configuration Information...
Page 78 2 Select the Security tab. Check to see if Enforce component level access checks has a check mark. If it does, click the check box to remove the check mark. 3 Click OK. Repeat these steps for the remaining EyrInfQueuedCache components (except the EyrInfQueuedCache.Locker component). Standard 4.0 Nortel Viewer...
Page 79: Call Stitching
September 2007 Call stitching There are two ways to stitch together broken call segments for Viewer playback. MediastoreStitching is used to stitch together the segments as they are retrieved from a Recorder. Use this option for the Recorder unless Unify breaks are in use, in which case you should use the StitchingEnabled option.
Page 80 Action Delete a single call/ segment record from the EWareCalls database. This will make a call unavailable for playback from Viewer and Vision. Delete a single call/ segment record from the Media database. This prevents the call from being retrieved from Archive.
Page 81 September 2007 Action Delete all records from the EwareCalls database that take record storage over a specific size. Delete entries from the Audit database event log that are older than a specific number of days. Installation Guide Supplemental Configuration Information Example EXEC EWareCalls..EwareDeleteOldest 1000, 900, 5...
Page 82: Application Portal Properties In Msmq
Supplemental Configuration Information Application Portal Properties in MSMQ Occasionally Viewer might display a Retrieving Call message, but no call is replayed. This might be caused by incorrect portal settings in Microsoft Messaging Queue (MSMQ). The correct settings for Application Portal Properties in MSMQ are shown below: Standard 4.0...
Page 83: Audit Event Log
A p p e n d i x B Audit Event Log In this appendix Audit event log Installation Guide...
Page 84: Audit Event Log
Event Name Event Description Details Logon Logged whenever a user starts ReplayStudio. Information Event Search A user has performed as search in ReplayStudio with the parameters specified, some may not have been specified and will appear blank. Standard 4.0 Nortel Viewer...
Page 85 September 2007 Audit Events Meaning Logged in Audit DB Logged in Application Event Log Parameter Name StartedAt Digits Duration FormatId Channel Activity Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Installation Guide Details Information Event...
Page 86 Call Replay A user has attempted to replay a call in ReplayStudio. Information Event Parameter Description The INum of the call being replayed. The FormatId of the call being replayed. The Duration of the call being replayed. Standard 4.0 Nortel Viewer...
Page 87 September 2007 Audit Events UserField1 Digits Parent Channel SCIndex Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name INum FormatId DateTime AgentId CallId Password Installation Guide Details The UserField1 of the call being replayed. The Digits of the call being replayed.
Page 88 The Activity of the call being exported. Logoff A user has logged off from ReplayStudio. Information Event Parameter Description The user who has logged off. -2147483646 Licence Request Failed A request for a web service licence has failed. Warning Event Standard 4.0 Nortel Viewer...
Page 89 September 2007 Audit Events Logged in Application Event Log Parameter Name LicenceType Category ID: 4 Category Name: Licence Change Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Installation Guide...
Page 90 Error Event Parameter Description The error number. The description of the error. The source that raised the error. The line number on which the error occurred. Standard 4.0 Nortel Viewer...
Page 91 September 2007 Audit Events Error Message1 Error Message2 Error Message3 Error Message4 Error Message5 Error Message6 Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Failure Description The reason the event could not occur. SourceID EventID Installation Guide...
Page 92 The 3rd parameter of the event. The 4th parameter of the event. The 5th parameter of the event. The 6th parameter of the event. 327681 Unify Started The Unify service has started. Information Event Parameter Description Reserved Standard 4.0 Nortel Viewer...
Page 93 September 2007 Audit Events Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Information Category ID: 16 Category Name: Unify Source Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Installation Guide...
Page 94 A Unify source has been stopped in a controlled manor. Information Event Parameter Description The name of the source. 327701 Source Generated Error An error has been raised by a Unify source. Error Event Parameter Description Standard 4.0 Nortel Viewer...
Page 95 September 2007 Audit Events Information Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Information Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Installation Guide Details...
Page 96 The name of the machine upon which the Director Service is running. The SystemID of the Unify System. The IP Address of the machine upon which Unify is running. The Port of the Unify Service. 327685 Standard 4.0 Nortel Viewer...
Page 97 September 2007 Audit Events Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Information Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Information Category ID: 18 Category Name: Unify Status Installation Guide...
Page 98 The name of the user who requested the stop. 327689 Unify Internal Error An error has occurred in Unify. This could be a critical error or a recoverable error. Error Event Parameter Description The details about the error. Standard 4.0 Nortel Viewer...
Page 99 September 2007 Audit Events Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Information Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Information Installation Guide Details...
Page 100 327695 Heartbeat Connected Heartbeating has been initialed for the recorder specified. Information Event Parameter Description The Serial number of the recorder. 327696 Heartbeat Error An error has occurred while heartbeating a recorder. Error Event Parameter Description Standard 4.0 Nortel Viewer...
Page 101 September 2007 Audit Events Information Category ID: 19 Category Name: Session Control Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Information Event ID Event Name Event Description Meaning Logged in Audit DB Installation Guide Details The error message including the serial...
Page 102 1073742080 Director Started The Director service has been started. Information Event Parameter Description The name of the machine upon which the Director service has started. 1073742081 Director Stopped The Director service has been stopped. Information Event Standard 4.0 Nortel Viewer...
Page 103 September 2007 Audit Events Logged in Application Event Log Parameter Name Director Machine Name Category ID: 20 Category Name: Unify General Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Information Category ID: 21 Category Name: Unify Database Event ID...
Page 104 Site database. Error Event Parameter Description The name of the machine upon which the Director service is running. 327691 Database A general message has been logged associated with database access. Information Event Parameter Description Standard 4.0 Nortel Viewer...
Page 105 September 2007 Audit Events Information Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Information Category ID: 22 Category Name: Unify Script Event ID Event Name Event Description Meaning Installation Guide Details The details of the message.
Page 106 Details Parameter Description The message associated with the error. 327699 Script Generated Warning An warning has been raised by the Unify script. Warning Event Parameter Description The message associated with the warning. 327700 Script Generated Information Standard 4.0 Nortel Viewer...
Page 107 September 2007 Audit Events Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Information Category ID: 23 Category Name: Licence Limits Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name LicenceType...
Page 108 A required file for Voice Over IP call replay could not be found. Error Event Parameter Description The location of the file that cannot be found. 1073741832 Item URL Requested The retrieval URL for a call has been requested. Information Event Standard 4.0 Nortel Viewer...
Page 109 September 2007 Audit Events Logged in Application Event Log Parameter Name ItemId Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Media Locations The location of the offline media. Event ID Event Name Event Description Installation Guide...
Page 110 The INum of the call. The name of the system from which the call is being retrieved. The type of content being retrieved. The application that is retrieving the calls content. -1073741562 Connection to Unify Lost Standard 4.0 Nortel Viewer...
Page 111: Meaning
September 2007 Audit Events Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Director Machine Name Unify SysID Unify IP Address The IP address of the machine upon which Unify Port Error Description A description of the error that caused the Event ID Event Name Event Description...
Page 112: Logged In Application Event Log
Communications Director service is running. The SystemID of Unify. Unify is running. The Port on which Unify is running. -1073741560 Unify Response Timeout The Unify Communications Director service timed out waiting for a response from Unify. Error Event Parameter Description Standard 4.0 Nortel Viewer...
Page 113 September 2007 Audit Events Director Machine Name Unify SysID Unify IP Address The IP address of the machine upon which Unify Port Request Description Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Director Machine Name...
Page 114: Category Id: 28
Unify. Information Event Parameter Description The name of the machine upon which the Communications Director service is running. The SystemID of Unify. Unify is running. The Port on which Unify is running. Standard 4.0 Nortel Viewer...
Page 115: Category Id: 29
September 2007 Audit Events Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Director Machine Name Unify SysID Unify IP Address The IP address of the machine upon which Unify Port Category ID: 29 Category Name: Director Connection Event ID...
Page 116: Standard 4.0
The name of the machine upon which the Communications Director service is running. connection attempt to fail. -1073741557 Director Response Timeout Timed out waiting for a response from the Unify Communications Directors service on the specified machine. Error Event Parameter Description Standard 4.0 Nortel Viewer...
Page 117 September 2007 Audit Events Director Machine Name Request Description Category ID: 30 Category Name: Web Service Call Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Installation Guide Details The name of the machine upon which the Communications Director service is running.
Page 118 This returns a list of all the roles a specific user is a member of. Information Event 1073741837 AddUserToRoles The AddUserToRoles web service method has been called. This adds a specific user to a role. Information Event Standard 4.0 Nortel Viewer...
Page 119 September 2007 Audit Events Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Installation Guide Details 1073741838...
Page 120 This returns a list of all licences and their settings. Information Event 1073741841 Change Number Of Licences The ChangeNumberOfLicences web service method has been called. This updates the current web service licensing with new licence settings. Information Event 1073741842 GetLicenceSummary Standard 4.0 Nortel Viewer...
Page 121 This returns a summary list of the licence settings. Information Event 1073741843 GetShortcuts The GetShortcuts web service method has been called. This returns a list of the Viewer query shortcuts. Information Event 1073741844 GetShortcutsForUser The GetShortcutsForUser web service method has been called.
Page 122 This returns a list of the Viewer query shortcuts for a role. Information Event 1073741846 Set Shortcuts For Role The SetShortcutsForRole web service method has been called. This sets the Viewer query shortcuts for a role. Information Event Standard 4.0 Nortel Viewer...
Page 123 This returns a list of the Viewer query templates. Information Event 1073741848 GetQueryTemplatesForUser The GetQueryTemplatesForUser web service method has been called. This returns a list of the Viewer query templates for a user. Information Event Audit Event Log...
Page 124 This returns a list of the Viewer query templates for a role. Information Event 1073741850 SetQueryTemplatesForRole The SetQueryTemplatesForRole web service method has been called. This sets the Viewer query templates for a role. Information Event Standard 4.0 Nortel Viewer...
Page 125 September 2007 Audit Events Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Installation Guide Details 1073741851 GetApplications The GetApplications web service method has been called.
Page 126 This returns a list of applications for a role. Information Event 1073741854 Set Applications For Role The SetApplicationsForRole web service method has been called. This sets the list of applications for a role. Information Event 1073741855 Standard 4.0 Nortel Viewer...
Page 127 September 2007 Audit Events Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Installation Guide Details GetSites The GetSites web service method has been...
Page 128 This adds a system to the Site database. Information Event 1073741858 Add SQLServer System The AddSQLServerSystem web service method has been called. This adds a system to the Site database. Information Event 1073741859 GetSystemTypeList Standard 4.0 Nortel Viewer...
Page 129 September 2007 Audit Events Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Installation Guide Details The GetSystemTypeList web service method has been called.
Page 130 Starts recording of a call with the Record Control service. Information Event 1073741863 StopRecording The StopRecording web service method has been called. Stops recording of a call with the Record Control service. Information Event Standard 4.0 Nortel Viewer...
Page 131 September 2007 Audit Events Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Installation Guide Details 1073741864...
Page 132 Breaks a recording of a call with the Record Control service. Information Event 1073741867 TagData The TagData web service method has been called. Tags a recording of a call with the Record Control service. Information Event Standard 4.0 Nortel Viewer...
Page 133 September 2007 Audit Events Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Installation Guide Details 1073741868 GetDeviceStatus The GetDeviceStatus web service method has been called.
Page 134 The AddChildItems web service method has been called. Add child items to an xml item list. Information Event 1073741871 AddItemURLs The AddItemURLs web service method has been called. Add content URLS to an xml item list. Information Event 1073741872 Standard 4.0 Nortel Viewer...
Page 135 September 2007 Audit Events Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Installation Guide Details Perform Search The Search web service method has been...
Page 136 Information Event 1073741875 GetRole The GetRole web service method has been called. Returns the definition of a role. Information Event 1073741876 CreateKey The CreateKey web service method has been called. Creates a key in the configuration database. Standard 4.0 Nortel Viewer...
Page 137 September 2007 Audit Events Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Installation Guide Details Information Event 1073741877 CreateSubKey...
Page 138 The DeleteSubKey web service method has been called. Deletes a subkey from the configuration database. Information Event 1073741880 DeleteSubKeyValue The DeleteSubKeyValue web service method has been called. Deletes a subkey value from the configuration database. Information Event Standard 4.0 Nortel Viewer...
Page 139 September 2007 Audit Events Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Installation Guide Details 1073741881...
Page 140 The GetSubKeys web service method has been called. Returns all the ids within a subkey in the configuration database. Information Event 1073741884 GetSubKeyValue The GetSubKeyValue web service method has been called. Returns a subkey value from the configuration database. Information Event Standard 4.0 Nortel Viewer...
Page 141 September 2007 Audit Events Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Installation Guide Details 1073741885 GetSubKeyValues...
Page 142 The SaveSubKeyValue web service method has been called. Saves a subkey value in the configuration. Information Event 1073741888 GetQueries The GetQueries web service method has been called. Returns a list of all Viewer queries. Information Event 1073741889 GetQueriesForUser Standard 4.0 Nortel Viewer...
Page 143 Event Log Event ID Event Name Installation Guide Details The GetQueriesForUser web service method has been called. Returns a list of all Viewer queries for a user. Information Event 1073741890 GetQueriesForRole The GetQueriesForRole web service method has been called. Returns a list of all Viewer queries for a role.
Page 144 Event Log Event ID Event Name Event Description Details The SetQueriesForRole web service method has been called. Sets the Viewer queries for a role. Information Event 1073741892 GetQueries The GetQueries web service method has been called. Returns a list of all Viewer queries.
Page 145 September 2007 Audit Events Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Installation Guide Details Information Event...
Page 146 Event ID Details 1073741896 Save Query The SaveQuery web service method has been called. Saves a query definition. Information Event 1073741897 Add Location The AddLocation web service method has been called. Adds a location. Information Event 1073741898 Standard 4.0 Nortel Viewer...
Page 147 September 2007 Audit Events Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Installation Guide Details...
Page 148 Save Filesystem System The SaveFilesystemSystem web service method has been called. Saves a Filesystem system record. Information Event 1073741902 Save SQLServer System The SaveSQLServerSystem web service method has been called. Saves a SQLServer system record. Information Event Standard 4.0 Nortel Viewer...
Page 149 September 2007 Audit Events Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Installation Guide Details 1073741903...
Page 150 The GetThemeForRole web service method has been called. Returns the display theme for a role. Information Event 1073741907 Set Query Draft Flag The SetQueryDraftFlag web service method has been called. Sets the draft flag for a query. Information Event Standard 4.0 Nortel Viewer...
Page 151 September 2007 Audit Events Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Installation Guide...
Page 152 Update Server System The UpdateServerSystem web service method has been called. Updates a Server system. Information Event 1073742095 Update SQLServerServer System The UpdateSQLServerServerSystem web service method has been called. Updates a SQLServerServer system. Information Event 1073742096 GetItem Standard 4.0 Nortel Viewer...
Page 153 September 2007 Audit Events Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Event ID Event Name Event Description Meaning Installation Guide Details The GetItem web service method has been called.
Page 154 Returns the configuration for an feature. Information Event 1073742100 Set Audio Server Configuration The SetAudioServerConfiguration web service method has been called. Sets the configuration for an Audio Server for a role. Information Event Standard 4.0 Nortel Viewer...
Page 155 September 2007 Audit Events Parameter Name Role Name Audio Server SystemID Audio Server Name Property Changed The property being updated. Original Value New Value Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Role Name Installation Guide...
Page 156 Parameter Description The location of the cache folder being managed. The Maximum size to which the cache folder can grow. The amount of free space to maintain within the maximum. The size of the cache before management. Standard 4.0 Nortel Viewer...
Page 157 September 2007 Audit Events Cache Size After The size of the cache after management. Category ID: 32 Category Name: Archive Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Filename Campaign Name Storage Device Event ID Event Name...
Page 158 Logged in Application Event Log Parameter Name Device Name Device Details Event ID Details Error Event Parameter Description applied. Failed finding Media Controller Could not write to specified storage device - type not supported. Error Event Parameter Description Standard 4.0 Nortel Viewer...
Page 159 September 2007 Audit Events Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Recording Reason Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name MediaId Event ID Installation Guide...
Page 160 Archive Started Archive started Information Event Archive Startup Failed Archive started Error Event Parameter Description The reason for the failure. The systemtype being archived. Cache configuration incorrect Cannot create cache for archiving - cache configuration wrong. Standard 4.0 Nortel Viewer...
Page 161 September 2007 Audit Events Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Cache Location Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Campaign Name The name of the campaign added. RuleID CampaignID Event ID...
Page 162 The ID of the media pack used. Storage Device Added Storage Device Added. Information Event Parameter Description The name of the storage device added. The name of the machine on which the storage device was added to. Standard 4.0 Nortel Viewer...
Page 163 September 2007 Audit Events Path StorageDeviceID The ID of the storage device created. Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Media Pack Name The name of the media pack added. MediaPackID StorageDeviceID The ID of the storage device to which the Event ID...
Page 164 Campaign Store Removed. Information Event Parameter Description The ID of the campaign to which the campaign store belonged. The ID of the media pack that the campaign store used. The status of the removed campaign store. Standard 4.0 Nortel Viewer...
Page 165 September 2007 Audit Events Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name StorageDeviceId Status Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name MediaPackID Installation Guide...
Page 166 Details The status of the removed media pack. Rule Added Rule Added. Information Event Parameter Description The ID of the rule added. Rule Removed Rule Removed. Information Event Parameter Description The ID of the rule removed. Standard 4.0 Nortel Viewer...
Page 167 September 2007 Audit Events Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name RuleID Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name RuleID Installation Guide Details...
Page 168 Parameter Name ScheduleName Event ID Details Schedule Started Activity has started. Information Event Parameter Description The name of the schedule started. Schedule Stopped Activity has stopped. Information Event Parameter Description The name of the schedule stopped. Standard 4.0 Nortel Viewer...
Page 169 September 2007 Audit Events Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Storage Device Name Media Size MBytes Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Media Name...
Page 170 The name of the storage device on which the media resides. The status of the media Door opened Door opened Information Event Parameter Description The name of the storage device. Media Ejected Media Ejected Information Event Standard 4.0 Nortel Viewer...
Page 171 September 2007 Audit Events Parameter Name Media Name Storage Device Name Status Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Media Name Storage Device Name Storage Device Path Event ID Event Name Installation Guide Details...
Page 172 The name of the media. The name of the storage device on which the media resides. Media Offline Media Offline. Information Event Parameter Description The name of the media. The name of the storage device on which the media resides. Standard 4.0 Nortel Viewer...
Page 173 September 2007 Audit Events Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Parameter Name Media Name Storage Device Name Category ID: 33 Category Name: ReplayerWebApp Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log...
Page 174 The reason for the failure. The ID of the system type. Playback Failure An attempt to playback a recording failed. Information Event Parameter Description The ID of the item that failed to playback. The reason for the failure. Standard 4.0 Nortel Viewer...
Page 175 September 2007 Audit Events Event ID Event Name Event Description Meaning Logged in Audit DB Logged in Application Event Log Installation Guide Details Playback Unsecure Playback mode is unsecure. Warning Event Audit Event Log...
Page 176 Audit Event Log Standard 4.0 Nortel Viewer...
Page 177: List Of Terms
List of Terms Certificate Authority. A CA is a trusted party that issues certificates. When a CA issues a certificate to the subject (the entity that made the request), it verifies that the subject is who it claims to be and signs the new certificate with it's private key.
Page 178 List of Terms Standard 4.0 Nortel Viewer...
Page 179: Index
X.509 Citrix components certification configuring cache size certificates in a WAN environment ODBC proxy bypass redirection Viewer, overview contacting support ContactStore Express adding ContactStore IP adding creating locations new roles new systems queries query templates creating a certificate request...
Page 180 HTTP Download Control installation log file installing database SQL Server 2000 Viewer Viewer and eWare on the same machine local databases, redirection locations log file, installation maximum MediastoreStitching network topologies NT event log ODBC configuration...
Page 181 Administration users assigning to groups Audit users Builder users controlling call access creating overview Viewer users root certificate sample topologies Screen Capture replay dialog box Secure Socket Layering, see SSL security call access certificates users...
Page 182 Viewer users WAN, setup X Series X.509 and SSL certificate Standard 4.0 Nortel Viewer...
Page 184 The process of transmitting data and call messaging between the server and the switch or system is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.

Nortel Viewer Installation Manual

Getting Started

Installing Nortel Viewer

Configuring Viewer

Using the Auditing Tool

Supplemental Configuration Information

Appendix A in this Appendix

Audit Event Log

List of Terms

Index

Quick Links

Installation Guide

Need help?

Questions and answers

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Summary of Contents for Nortel Viewer

Table of Contents